Tony Rohs
Independence,KY
Summary
Versatile and results-oriented Operations & Support Manager with 20+ years of experience leading high-performing teams in technical support, training, and customer-facing environments. Known for developing global documentation, driving process improvements, and mentoring staff through transition and growth. Proven ability to maintain 90%+ satisfaction scores, build cohesive support structures, and thrive in fast-paced, high-pressure settings. Seeking a leadership role in operations, client success, or support management.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Technical Support Manager
Medidata Solutions Inc.
Cincinnati, OH
09.2020 - 05.2024
- Upon outsourcing of company helpdesk, I provided training to employees in Japan and Philippines
- Provided Technical Support to customers experiencing issues with medical imaging platform
- Hosted weekly meetings with outsourced agents to address strengths and areas for improvement
- Created ALL documentation for processes and procedures associated with medical imaging platform
- Maintained over 90% customer satisfaction rating throughout entire career
Imaging Technical Support Manager
Medidata Solutions Inc.
Cincinnati, OH
07.2016 - 09.2020
- Upon acquisition, learn new Medidata Products and services
- Continue managing existing agents on these processes and new features
- Host weekly meetings with team to discuss strengths and areas for improvement
- Train new hires on ticketing system, common troubleshooting techniques and resolution of issues
- Monitor customer satisfaction surveys in order to maintain a 90% satisfaction average
Technical Support Manager
Intelemage
Cincinnati, OH
09.2014 - 04.2016
- Manage agents taking calls with customers regarding medical imaging issues
- Provide monitoring to agents to accentuate strengths and areas for improvement
- Train new hires on all aspects of both commercial and clinical trial systems for medical imaging
- Host weekly meetings with agents to discuss trends and patterns based on customer tickets
- Coach agents with action plans and focus on areas for improvement
- Travel to different countries to provide training to prospecting customers
- On call for 24 hrs a day in the event of critical issues
- Acquired by Medidata Solutions in 2016
Helpdesk Agent
Intelemage
Cincinnati, OH
08.2012 - 09.2014
- Answer calls regarding problems with software related to hospital medical imaging
- Create tickets for each customer interaction to address issues in timely fashion
- Create users and grant access to specific clinical trials, sites and studies
- Establishing remote sessions with users to further troubleshoot and train them
Customer Service Specialist
Vantiv Command Center
Florence, KY
01.2012 - 08.2012
- Monitor Trouble tickets that come into computer system
- Contact the appropriate client in order to resolve issues occurring with ATM machines.
- Enter troubleshooting commands to bring ATM machines back up and running
- Escalate issues out of Level 1 support to Level 2 support
- Handle incoming calls from ATM technicians onsite in order to return ATM to normal functions
911 Operator/Emergency Dispatcher
Boone County Public Safety
Florence, KY
02.2010 - 10.2011
- Assess the situation of emergency 911 calls to determine appropriate level of response
- Walk callers through instructions for performing life saving steps until first responders arrive
- Operate Fire Department dispatch to determine level of response for Fire or EMS situations
- Dispatching needed fire engines and life squads to the appropriate address
- Monitor Police channel 2 to enter license plates, SSNs and license numbers locate any appropriate warrants
- Utilize National Crime Information Center (NCIC) to locate individuals criminal history and locate stolen property
- Operate Primary Police radio to assign units to calls as they come in
- Consistently update units on important information pertaining to their specific calls
- Successfully completed Department Of Criminal Justice training 6 week program with a GPA of 94.6
Operations Supervisor
Critical Mass Media
Norwood, OH
01.2008 - 09.2009
- Provide write ups for Team Leaders accentuating strengths and areas for improvement
- Issued written and verbal warnings to Team Leaders and Agents not adhering to company guidelines
- Briefed all Agents and Team Leaders on new projects that have arrived for the week
- Conducted training classes to introduce new employees to our system, guidelines and protocols
- Hosted weekly Team Leader meetings, praising performance and adressing performance issues
Project Manager
Critical Mass Media
Ft Wright, KY
10.2007 - 01.2008
- Monitored live dialing system to ensure accurate project completion.
- Adjusted respondent lists, achieving 100% project accuracy.
- Delivered feedback during inventory meetings to meet project deadlines.
- Sent nightly emails detailing overall project progression.
- Trained on PRO-TS dialing system for effective troubleshooting of technical issues.
Shift Leader
Critical Mass Media
Ft Wright, KY
01.2007 - 10.2007
- Reviewed agent monitor history and assigned daily tasks to team leaders.
- Issued documentation to agents for non-compliance with company guidelines.
- Motivated multiple call center team leads to enhance performance and productivity.
- Covered team leader stations during coaching sessions and breaks.
- Presented ideas and objectives in weekly meetings to implement effective processes.
Team Leader
Critical Mass Media
Ft Wright, KY
08.2004 - 01.2007
- Motivated and coordinated the performance and productivity of multiple call center agents
- Monitored phone agents for training, quality control and adherence to call center guidelines
- Provided coaching sessions for agents with areas of improvement
- Motivated exceptional agents with praise and rewards
- In charge of project coordination
- Provide input and feedback in weekly Team Leader meetings to assist in call center efficiency
Call Center Agent
Critical Mass Media
Ft Wright, KY
03.2003 - 08.2004
- Conducted telephone surveys to gather data on radio station listening habits.
- Documented customer feedback for evaluation by participating radio stations.
- Accurately entered commands into database within established timelines.
- Consistently achieved over 80% call volume per hour.
Education
Some College (No Degree) - Microsoft Certified Systems Engineer (MCSE)
Beckfield College
Northern Kentucky01-2004
Skills
- Team leadership and development
- Technical support management
- Global training and knowledge transfer
- Client satisfaction strategies
- Emergency dispatch operations
- Ticketing and CRM systems
- Process documentation and SOPs
- High-stress decision making
- Call center management
- Conflict resolution
- Active listening
- Team collaboration
- Verbal communication
Certification
- Graduated from Department of Criminal Justice training.
- Microsoft Certified Systems Engineer (M.C.S.E)
- PACS Administrator Training (DICOM/PACS Basics)
- HIPAA for IT Professionals
- Radiology Information Systems (RIS) Overview – Internal Training
References
References available upon request.
Timeline
Senior Technical Support Manager
Medidata Solutions Inc.
09.2020 - 05.2024
Imaging Technical Support Manager
Medidata Solutions Inc.
07.2016 - 09.2020
Technical Support Manager
Intelemage
09.2014 - 04.2016
Helpdesk Agent
Intelemage
08.2012 - 09.2014
Customer Service Specialist
Vantiv Command Center
01.2012 - 08.2012
911 Operator/Emergency Dispatcher
Boone County Public Safety
02.2010 - 10.2011
Operations Supervisor
Critical Mass Media
01.2008 - 09.2009
Project Manager
Critical Mass Media
10.2007 - 01.2008
Shift Leader
Critical Mass Media
01.2007 - 10.2007
Team Leader
Critical Mass Media
08.2004 - 01.2007
Call Center Agent
Critical Mass Media
03.2003 - 08.2004
Some College (No Degree) - Microsoft Certified Systems Engineer (MCSE)
Beckfield College
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